Sr. Director Global Service

OSI Systems, Inc•Snoqualmie, WA

3d•Remote

About The Position

At Spacelabs Healthcare, you make a difference. Every member of our worldwide team plays an integral role in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit each year from the advancements we make in patient monitoring and management, care coordination, and clinical decision support. Driven by the belief that anyone who seeks care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance patient experience, improve population health, reduce costs, support care team well-being, and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world. Because while we may not be at a patient’s bedside, their health is still in our hands. Sr Director Global Service is responsible for directing all activities and resources relating to the service and customer support for all product lines. Leads the service organization, including Field Service, IT Network Implementations, Technical Training, Complaint Handling, Global Product Support, Project Management, Global Tech Support, Service Business Management, Customer Support, and Equipment Servicing Center. Establishes and develops the team's strategy, structure, performance and development, and budget. Primary expectations include the installation, service, and support of Spacelabs products in alignment with customer requirements, the development of a culture of continuous improvement and cost efficiencies, rigorous discipline around specs and procedures, and implementation of tight controls. This role requires global thinking and cross-functional collaboration.

Requirements

Bachelor of Science in electronics or a related technical discipline; or equivalent technical training from an accredited program in biomedical, electronic or computer technology; or equivalent military training.
15+ years' relevant experience, with 8 years of progressive leadership positions including managing large multi-site service organizations.
Relevant service leadership experience in the medical device manufacturing sector.
International knowledge and experience working and leading teams across the Americas, Europe, and Asia, with an understanding of local requirements, cultural sensitivities, and talent is preferred.
Strong "general management’ skill set/mentality as it relates to the role of Service within the overall corporate structure.
Ability to articulate a vision and strategy to inspire and motivate and know how to implement that strategy to achieve goals. Can present an effective and consistent message to employees and key partners.
Proven ability to lead an effective global operations organization, ensuring accountability for results that maximize contribution to business objectives.
Unparalleled interpersonal skills, the ability to connect with senior management, staff, and customers.
Ability to think and perform both tactically and strategically. Analytical, data-driven, with strong problem-solving skills.
Respectful and outstanding leadership skills. Able to deliver results through others, both direct and matrixed.
Travel nationally and internationally up to 40%. Must have the ability to acquire all necessary travel documents.
Must be eligible to work in the United States without visa sponsorship.

Nice To Haves

International knowledge and experience working and leading teams across the Americas, Europe, and Asia, with an understanding of local requirements, cultural sensitivities, and talent is preferred.

Responsibilities

Customer retention, build positive working relationships, respond to customer complaints and product issues, communicate directly with the customers to negotiate resolutions quickly; meet with the Sales team to propose customer retention solutions.
Collaborate with internal partners (Sales, R&D, Operations) to develop and execute comprehensive strategies to grow service revenues and support current/future sales of products and services.
Own the overall Service Organization’s financial performance as measured through the P&L. Develop and manage the Company’s Service Budget by identifying the key financial levers within the Service business and ensuring a metric-driven financial model is in place, supported by corresponding dashboards to drive and measure results.
Assess and manage the Service Organization structure, team capabilities, service locations, individual competency and performance, and drive improvements where needed. Continue to build toward a world-class, highly motivated, and top-performing service organization with a strong work ethic and focus on customer satisfaction.
Manage an effective services marketing function to ensure that Spacelabs' service offerings are aligned with customer requirements and create a significant, differentiated advantage when compared to available service alternatives.
Develop and monitor internal processes to manage the execution of the service function, the call center, equipment installation, and training functions. Establish metrics, programs, and a plan to drive measurable performance improvements.
Create a workplace culture that is consistent with the company's mission, vision, and values.
Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
Demonstrate behavior consistent with the company’s Code of Ethics and Conduct. Ensure that direct report(s) are trained and evaluated on their knowledge and adherence to the company’s values, Code of Ethics and Conduct, and applicable compliance policies.
It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
Duties may be modified or assigned at any time to meet the needs of the business.